The player from Italy has been blocked for a year due to security checks. It seems that there is a discrepancy between the player's address provided during registration and the address on the documents provided for verification. We contacted the casino for further insight into this, but as there was no reply the complaint was closed as 'unresolved'. The casino requested that the complaint be re-opened and stated that the player had been sent an e-mail regarding the verification. As we could not obtain a clear understanding of the situation, it was recommended that the player contact the licensing authority and submit a coomplaint to them. However, at this point there was no further response from the player, so the complaint was ultimately rejected.
888 Casino IT - Player's account has been blocked.
Amount: €3,081
888 Casino IT
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
hi, I've been registered on 888 for more than a year now and after having deposited about ten months ago I played and won more than 3000 euros, immediately after suspension of the account due to undefined technical checks and request for documents, I sent several dozen documents as proof of my home address over the last few months but nothing they pretend they don't receive the documents, then they tell me that they have received them and they review them then they ask me to send them back, in short, it is clear that they take time and look for excuses not to pay the news of the day before yesterday that decided me to look for an online solution was that they told me that they are carrying out internal checks but they do not want to tell me the nature of these checks and it makes me smile considering the fact that it has been almost a year that my account is suspended
Confident of your understanding and professionalism, I ask you for help in recovering my winnings which has now been unjustly withheld for a year
Dear Manias89,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few days, not a year to complete this thorough process.
Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
hi yes, I have sent several times and provided all the documents that have been requested of me, but now they say they are carrying out internal checks (the documents are fine but they do not want to pay me) they also refuse my request to close my gaming account and pay me the winning they only tell me that I have to wait but it has been going on for almost a year
Thank you very much for your reply, Manias89. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
I continue to explain the situation at the casino via chat and email but they don't listen to me now they say that the address is different on the 888 account from that of my document and I explained to them several times that during registration I entered an address wrongly spelled (Good morning Gabriel,
Thank you for your cooperation in verifying your account; however, we are unable to use the documents you have submitted to validate your details such as:
• The address on the documents sent does not match the details provided at registration
Please check your documents for clarity and ensure all relevant images and details are visible and legible before resubmitting.
Sincerely,
Edward C.
Customer service
I explain the situation to them via email (that is, my address marked on 888 is different because I entered it wrong) and they answer me in the same way I go to the chat to ask for explanations the operator closes the conversation in my face after he tells me that I have to send a document with the same address as the one marked on 888, and nothing they use this pretext to not approve my document and they don't collaborate and they completely ignore me
Object
888.it - Verify document
Application Reference # 221225-004817
Reply (01/13/2023 10.46 AM)
Hi Gabriel,
Thank you for your cooperation in verifying your account; however, we are unable to use the documents you have submitted to validate your details such as:
• The address on the documents sent does not match the details provided at registration
Please check your documents for clarity and ensure all relevant images and details are visible and legible before resubmitting.
Should you need our assistance for this or any other reason, do not hesitate to get in touch with us or visit our support page which you can find by clicking on https://888-external-it.custhelp.com/app/ home/p/269/p/269
Sincerely,
Marian P.
Customer service
************************************************** *************************
Note - Do not disclose your password to any person or organization claiming to represent 888.it. Notify us immediately if you are asked to provide your password by phone or email. Customer Service contact details can be found at: http://888-external-it.custhelp.com/app/ask/p/269 . Please provide your Support ID each time you contact us.
************************************************** *************************
18+ Play responsibly! - http://www.888.it/gioco-responsabile.htm
Could you please clarify how is the correct address different from the one you entered when creating the account?
yes, because during registration on 888 I didn't put my complete residential address and they say with this excuse that they want a document with the same address, which is clearly impossible for me to provide
What was the difference between your correct address and the address you entered?
not being able to access my account and not receiving collaboration from them I can't know, the fact remains that I sent them my document certifying my address and instead of changing my residence as they should, they use the excuse not to pay me, they are clearly in he's been making excuses for a year and they keep making up stories
Manias89, please understand that when creating an account you must enter correct and true personal data and they must match your documents. By creating your account you agreed with this term:
"to have provided 888 Italia Limited during the registration and execution of the Gaming Contract or subsequently, even during the payment operations, true, updated, correct and complete personal data. The player is required to immediately communicate any change in the data provided to 888 Italia Limited. In case the player uses a credit/debit card or other forms of payment of which he is not the owner, 888 Italia Limited will deem that he has received the prior, complete and sufficient consent to use such tools for the purposes indicated here by the legitimate owner and/ or by the person whose name is used on such means of payment, declining any responsibility for the improper use of such forms of payment."
I am afraid that if you deliberately provided incorrect personal details, we will not be able to proceed with this case.
mine was a typo, it is as if I had changed residence while I had the 888 account active I don't see where the problem could be if not an opportunity for the casino not to pay me
I contacted the casino again and sent a document relating to my current residence, they don't want to know anything about it and they want a document containing my incorrect residence, I see that you don't know what to tell me as a result, can you advise me at least whether to proceed via certified email? that way they pay me correct?
Thank you very much, Manias89, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello Manias89,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite 888 Casino IT to join the conversation and participate in the resolution of this complaint.
Dear 888 Casino IT,
Can you please provide further information regarding the player's incorrect residential details?
Kind regards,
Adam
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hello Manias89,
I have now contacted the casino via Skype and I am awaiting further information. We will therefore extend the timer once more in the hope that we can find a resolution to this case.
Kind regards,
Adam
Dear Manias89
Unfortunately, there has been no further response from the casino. I’m afraid there is not much that can be achieved without cooperation from its side.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend you contact the ADM Customs and Monopolies Agency (adm.helpdesk@adm.gov.it.) and submit a complaint to them. The authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Adam
This complaint has been reopened at the request of the casino.
Dear Manias89,
The casino sent the following to us via e-mail:
"Hello,
The case has been raised to our colleagues from the Italian team and you will be contacted via e-mail as soon as possible with more details on how to proceed going forward. Thank you and we apologize for the delay!
Sincerely,
888casino"
We will await further information from them, please let us know of any developments.
Kind regards,
Adam
Hello,
Please note that our colleagues from the support team just contacted you via e-mail regarding the documents needed. Please feel free to check your inbox and reply to the e-mail in question for any questions or concerns. Our colleagues will gladly assist you.
Sincerely,
888casino
Thank you for the information, 888 Casino IT.
Dear Manias89,
Can you please advise if there has been any progress? Did you receive the e-mail mentioned?
Kind regards,
Adam
hello, the casino sent me another email with the umpteenth request for proof of residence already sent by me several times and they speak of a discrepancy problem between the address marked on my 888 account and on the document sent which I have been telling them for a year , basically gentlemen nothing happened they continue to play with the same rules, we are now in March and I have passed the year of waiting I start to inform myself today to proceed with the complaint I am really exhausted and I can't take it anymore to be treated like this from them
Dear Manias89,
Could you please forward me the email you have received from the casino? (adam.m@casino.guru).
Dear 888 Casino IT,
Please explain the problem regarding the discrepancy between the addresses.
Could it have been a simple error?
Kind regards,
Adam
Dear Manias89,
There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.
We would like to ask 888 Casino IT to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.
Kind regards,
Adam
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
I can also not comment, they asked me for proof of the wrong address together with proof of the new address already sent about 15 times here we go down to the comedian from angry I'm starting to have fun
Dear 888 Casino IT,
Unforunately, we are no closer to understanding this situation as there has again been no further response from you. Without being able to determine the difference between the registered address and the address on the documents submitted, it is uncertain if the casino has acted in a fair manner or not. Please provide more information regarding the discrepancy.
Dear Manias89,
Can you please forward the documents that you have sent to the casino as proof of your address to my e-mail, adam.m@casino.guru?
Kind regards,
Adam
simply when I registered I must have entered the wrong address I must have copied and pasted it wrong I don't remember we are talking about two years ago and I have been going on for 5 months to tell him and send him proof of residence with a different address which is my actual home address they keep refusing them and keep telling me they want photos of my address registered on 888 which is wrong so I don't have the ability to provide them with such a document and they keep pretending nothing happened and they reply to every email that they want a document with the wrong address
I sent them a bill and all the bank documents and they're refusing them because the address doesn't match, basically they've been making fun of me at 360 degrees for a year and 3 months now
I have heard from a lawyer but it is a long and tiring process I would like to know first if you can help me or not thanks
Dear Manias89,
For us to be able to help, we need to understand what has happened fully.
If the discrepancy was some sort of typing error, this can be argued as a genuine mistake with the casino, but if the address is entirely incorrect there may not be anything we can do to assist you. Please clarify what you mean by "copied and pasted it wrong".
Kind regards,
Adam
honestly I don't remember and I can't even know because the casino doesn't tell me the address I registered on the 888 account and my account is suspended
Dear Manias89,
As we are unable to determine the situation with any degree of certainty, we are unable to make any kind of informed assessment.
I therefore recommend you contact the licensing authority as mentioned previously (adm.helpdesk@adm.gov.it.) and submit a complaint to them. Let me know when you have done so, and we will close this complaint temporarily while we wait for a decision from them. Once their conclusions are known, we can reopen the complaint and proceed accordingly.
Kind regards,
Adam
